Summary
Answers to common questions about Themes permissions, migration from legacy branding settings, preview behaviour, and troubleshooting.
Why don't I see Themes in my account?
Themes may not be visible if:
Themes is not yet enabled for your organisation. Airwallex is rolling out Themes gradually.
You do not have permission to view Themes. Contact your organisation Owner or Admin to check your role.
Themes is located at Settings → Themes.
Which roles can use Themes?
| Role | View themes | Create, edit, or delete themes | Apply or remove themes |
| Owner | Yes | Yes | Yes, if you also have edit access to the relevant Billing or Payments settings |
| Admin | Yes | Yes | Yes, if you also have edit access to the relevant Billing or Payments settings |
| Finance admin | Yes | Yes | Yes, if you also have edit access to the relevant Billing or Payments settings |
| Finance manager | Yes | No | View only — you can see where themes are applied but cannot change them |
| Bookkeeper | Yes | No | View only |
| Developer | Yes | No | View only |
| Employee | No | No | No |
Applying a theme to a billing entity requires Billing settings — Edit permission for that organisation. Applying a theme to a payment account requires Payments — Edit permission for that account.
What happened to my logo and branding settings in Billing / Payments?
When Themes launches for your organisation, Airwallex automatically migrates your existing branding settings into a theme and applies it to the relevant billing entities or payment accounts. You may see an information banner the first time you visit the Themes page.
After migration:
Manage all branding from Settings → Themes.
Legacy logo and branding fields in Billing settings, Payment Link settings, and similar locations are no longer available.
You may also see a one-time notification on your Billing or Payments overview page directing you to Themes.
If you update legacy branding settings before Themes is fully enabled for your organisation, those changes are synced into your migrated theme when Themes becomes active.
Why doesn't my theme look the same in the preview and on the live page?
The preview panel shows only the values you configure in the theme editor. Live customer pages apply additional defaults when fields are left blank:
| Field | Preview behaviour | Live page behaviour |
|---|---|---|
| Display name | Shown only if configured | Falls back to your billing entity or account name |
| Brand colour | Shown only if configured | Falls back to Airwallex default purple (#612FFF) |
| Logo | Shown only if uploaded | No default logo |
| Terms URL | Shown only if configured | Falls back to Airwallex terms |
| Privacy URL | Shown only if configured | Falls back to Airwallex privacy policy |
This is expected. To see your full branding on live pages, configure all fields you want customers to see.
Why doesn't my theme apply to a specific invoice or payment link?
Check the following:
Is the theme applied to the correct resource? Billing touchpoints use the theme applied to the billing entity. Payments touchpoints use the theme applied to the payment account.
Do you have the right permissions? You need edit access to the relevant Billing or Payments settings to apply a theme.
Is the product supported? Themes currently applies to Billing and Payments touchpoints. Some products may not be supported at this time.
Can I use different themes for different brands or entities?
Yes. Create multiple themes and apply each one to the billing entities and payment accounts you choose. Each billing entity and payment account can have one active theme.
Can I delete the Airwallex theme?
No. The Airwallex theme is the default fallback and cannot be edited or deleted. Resources with no custom theme applied use this default.
What file formats and sizes are supported for logos?
Formats: PNG, JPG, JPEG
Maximum size: 10 MB per file
Primary logo: Recommended minimum 200 px height, 4:1 aspect ratio
Square logo: Recommended 200 × 200 px, 1:1 aspect ratio
What URL format should I use for website and support links?
Enter a valid URL. URLs without a protocol (for example, www.example.com) are accepted and work on customer pages.
Does the preview show the exact payment methods my customers will see?
No. The preview disclaimer states: "This preview is for reference only. Actual payment methods shown depend on currency and your active payment methods."